Assistant Front Office Manager

HRI Hospitality•New Orleans, LA

1d•Onsite

About The Position

At HRI Hospitality, we offer a unique perspective on hotel ownership and management, focusing on restoring properties and new build projects that become vibrant urban community centers. We seek individuals passionate about warm welcomes and creating unforgettable guest experiences. HRI Hospitality provides a destination for career growth across various brands and exciting locations. The Barnett, located in the Warehouse District of New Orleans, is a beautifully restored art deco building with 234 rooms, a rooftop pool, and five dining outlets, offering Southern hospitality, live music, and eclectic flavors. The Assistant Front Office Manager provides quality and efficient customer service by managing the Front Office team, including assisting with hiring, motivating, recognizing, rewarding, coaching, counseling, training, and problem-solving. This role also supports the Hotel Manager in developing and implementing reward/recognition programs, manages retail product display, purchase, and inventory, and oversees the Bell/Valet operation to ensure safety and excellent service.

Requirements

Ability to satisfactorily communicate in verbal and written English with guests, management, and co-workers to their understanding.
Prioritize and organize work assignments, have timely follow up and execution.
Have superb time management skills.
Maintain complete knowledge of all hotel services/features and hours of operation.
Knowledge and understanding of JDV by Hyatt Culture & initiatives.
Technologically sound with Microsoft Office applications.
Ability to compute basic mathematical calculations.
Flexible schedule required which includes weekends and holidays.
Minimum 12 months of experience in a supervisory role in the Front Office.
Ability to understand guests’ service needs & requests.
Ability to acknowledge guests’ requests in a polite manner.
Ability to clearly communicate in verbal and written English.
Ability to apply logical thinking and understanding to carry out written and oral instructions.
Ability to address and solve problems involving guest and operational issues.
Ability to compute basic mathematical calculations.

Nice To Haves

Additional foreign language preferred.
Additional hotel experience preferred.
College degree preferred.

Responsibilities

Provide daily direction and communication to employees so that guest’s service needs are met in a timely, efficient and knowledgeable manner.
Provide continual evaluation of processes and procedures.
Suggest methods to improve operations, efficiency and service to both internal and external customers.
Provide performance feedback and coaching on a regular basis to each team member.
Assist the Hotel Manager in writing and administering performance reviews for skill improvement.
Be available for employees or guests that experience problems or challenges, providing appropriate coaching, counseling, direction and resolution utilizing all resources available.
Ensure employees have appropriate training and other resources to perform their jobs.
Create and maintain high quality work environment so team members are motivated to perform at their highest level.
Address disciplinary and/or performance problems according to company policy.
Prepare Coaching and counseling documentation and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
Perform and train employees on Check in / Check out procedures according to Ace standards.
Communicate all guest service requests to the appropriate departments if the front office is unable to fulfill the request personally.
Maintain and adhere to all appropriate reporting schedules and checklists; including, but not limited to opening checklists, closing checklists, daily bucket checks, inventory, room assignments, etc.
Laterally assist other departments in meeting guest service needs, as necessary.
Ensure all safety and security measures and procedures are followed and are in place.
Continuously communicate any pertinent information with the Front Office Manager and any other senior members of Management as necessary to ensure all staff is advised of any situation that may affect the hotel.
Ability to ‘step in’ when needed to assist in reservations, front desk duties or other rooms issues that arise when the Hotel Manager and General Manager are not available.
Master all areas of the Front Office operations including Opera, Synxis, Interfaces, call accounting system, etc.
Organize and communicate with Security for Upcoming events and or shift changes.
Maintain office supply inventory and process PO’s.
Attend regularly scheduled and mandatory meetings.
Perform daily payroll updates.
Provide daily support and training for the reservations team according to Hotel Standards.
Provide continual evaluation of processes and procedures.
Suggest methods to improve operations, efficiency and service to both internal and external customers.
Facilitate efficient and timely communication between the reservations department and all other departments to ensure all guest and group needs are met and expectations are exceeded.
Be available for employees or guests that experience problems or challenges, providing appropriate coaching, counseling, direction and resolution utilizing all resources available to you.